HASTALARIN ŞİKÂYET DAVRANIŞLARI ÜZERİNE BİR ARAŞTIRMA

Year 2020, Volume: 7 Issue: 3, 563 - 588, 30.11.2020

Ebru Yıldız Necla Yılmaz

https://doi.org/10.30798/makuiibf.689874

Abstract

Bu çalışmanın amacı aldığı sağlık hizmetinden dolayı memnuniyetsizlik yaşamış bireylerde ortaya çıkan şikâyet davranışı eğilimlerini tespit etmek ve şikâyet davranışı ile ilişkisi olan değişkenleri ortaya koymaktır. Araştırmanın evrenini Isparta il merkezinde yaşayan 18 yaş ve üstü aldığı sağlık hizmetinden memnun kalmamış bireyler oluşturmaktadır. Araştırmada nicel araştırma yöntemi ve tarama modeli kullanılmış olup veri toplama aracı olarak anket tekniğinden yararlanılmış ve 433 kişiye kolayda örnekleme yöntemiyle ulaşılmıştır. Çalışmada, literatür taraması yapılarak oluşturulan Hasta Şikâyet Davranışı Anketi kullanılmıştır. Anket formları aracılığıyla elde edilen veriler SPSS 22.0 programı kullanılarak bilgisayar ortamına aktarılmış ve verilerin analizinde bu programdan yararlanılmıştır. Araştırma sonucuna göre aldığı bir sağlık hizmetinden memnun kalmayan hataların çevrelerine yönelik şikâyette bulunma eğiliminde oldukları ortaya çıkmıştır. Şikâyet davranışının belirleyicileri olarak gösterilen şikâyete yönelik tutum, şikâyetin işlevselliği, sağlık kurumunun denetlenebilirliği ve sağlık sistemi önyargısı değişkenleriyle hasta şikâyet davranışı arasında anlamlı ilişkiler bulunmuştur.

Keywords

Hasta şikâyet davranışı, hasta şikâyetlerinin önemi, şikâyet davranışının sınıflandırması

Supporting Institution

Süleyman Demirel Üniversitesi Bilimsel Araştırmalar Projeleri Koordinasyon Birimi (BAP)

Project Number

SYL-2018-6731

RESEARCH ON COMPLAINT BEHAVIOR OF PATIENTS

Abstract

The main purpose of this study was to determine the tendency of complaint behavior in individuals who had dissatisfaction with the health service they received and to reveal the variables associated with the complaint behavior. The population of the study consists of individuals who are 18 years of age or older who are not satisfied with the health service they receive in Isparta city center. Quantitative research method and screening model were used in the study and 433 people were reached by easy sampling method. In this study, Patient Complaint Behavior Questionnaire which was formed by literature review was used. The data obtained through the questionnaire forms were transferred to the computer using SPSS 22.0 program and this program was used in the analysis of the data. According to the results of the research, it was found out that the errors that are not satisfied with the health service they received tend to complain to their environment. Significant relationships were found between the attitude towards the complaint, the functionality of the complaint, the controllability of the health institution, and the prejudice of the health system and the patient complaint behavior.

Keywords

Patient Complaint Behavior, Classification Of Complaint Behavior, Patient, Health Facilities, Word Of Mouth Communication

Project Number

SYL-2018-6731

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